Customers’ Evaluation of the Quality of Insurance Services in Lagos, Nigeria

Abstract

This paper aims at evaluating customers’ assessment of the quality of insurance services in Nigeria, with the objective of finding how this can be used to boost the demand for insurance which is presently low in Nigeria. Questionnaire was administered to wide spectrum of insurance customers who had insurance policies in Lagos State, in order to gather information related to their perception of quality. Descriptive analysis such as percentage and table presentations was used to analyze the collected data. The study revealed among other things that prompt claim settlements is the most important factor considered by the customers of insurance companies in Nigeria in their evaluation and measurement of quality of the policies they are holding. The study therefore recommended that the culture of delay in premium payment or non-payment should be stopped and organizations should look inward to see the reasons why the payment of premium is a problem.